Application Support Analyst - 26194 Madrid,Spain

Energy Acuity; Denver (CO); On-site; USD 60,000 - 80,000; Full time

Job summary

Energy Acuity is seeking an Application Support Analyst to provide exceptional support for their software applications. Located in Denver, Colorado, this role involves troubleshooting user issues, maintaining organized records, and delivering timely updates to customers.

The ideal candidate will have a degree in Electrical Engineering or equivalent experience, along with strong customer service skills and proficiency in software tools such as Salesforce and Jira.

Qualifications

• 2+ years of experience in application support roles or client-facing positions.
• Background in renewable energy project design or geospatial analysis.
• General understanding of power and electric markets.

Responsibilities

• Provide front-line support for software applications.
• Troubleshoot UI and API issues.
• Educate customers to help them gain value from our products.

Skills

Application support experience

Customer service

Troubleshooting

Task and project management

Understanding of Python

Communication skills

Education

Degree in Electrical Engineering or related field

Tools

Salesforce

Jira

Confluence

Job description

Shift

9 AM-6:30 PM CEST (Mon-Thu), 9 AM-3:30 PM CEST (Fri)

The Team

As an Application Support Analyst at Enverus, you will play a crucial role in ensuring our customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. You will be responsible for troubleshooting, diagnosing, and resolving our user issues and will have the opportunity to work on cutting‑edge Enverus software products. Your expertise and commitment to customer experience will be essential to our success.

Performance Objectives

• Provide front‑line support for software applications via email, phone, and video call within organization‑level agreements.
• Troubleshoot UI and API issues, collaborating with users to resolve problems efficiently and escalating when necessary.
• Maintain organized records of customer requests with accurate documentation.
• Ensure regular and predictable attendance for the designated shift, including rotating holiday support.
• Educate customers to help them gain value from our suite of products and drive high customer satisfaction.
• Advocate for customer needs by sharing actionable feedback, escalating product issues with key details, and anticipating next steps.
• Provide timely updates to customers on unresolved issues.
• Investigate advanced technical issues and collaborate with team members or stakeholders to identify solutions.
• Gain a complete understanding of client requirements before providing solutions.
• Collaborate with team members, contribute to team discussions, and ensure cases flow effectively to neighboring departments.
• Follow department and company processes and procedures.
• Maintain deep product and technical knowledge to ensure accurate, high‑quality support.
• Participate in cross‑training to broaden skills and improve collaboration and customer outcomes.
• Contribute to internal and external self‑help documentation.
• Support special assignments and projects in partnership with Senior Analysts and Managers.

Competitive Candidate Profile

• Degree in Electrical Engineering or related field, or equivalent technical experience (preferred)
• 2+ years of experience in application support roles or similar client‑facing positions
• Background in renewable energy project design or geospatial analysis, including tools such as Google Earth Engine, GIS platforms, or solar siting software (preferred)
• Proficient in task and project management
• Understanding of Python, FTP, and API fundamentals
• Ability to work independently with a "Figure It Out" mindset
• Proficient in English
• General understanding of the power and electric markets, including congestion, its drivers, and impacts (preferred)
• Experience in Power and Renewables (Solar, Wind, Utilities, Grid, or the general energy space) (preferred)
• Experience with CRM platforms (e.g., Salesforce) and Atlassian tools (e.g., Jira, Confluence) (preferred)
• Grafana and/or Databricks experience (preferred)
• Experience with Power Automate (preferred)
• Proficiency with Microsoft 365 Suite (preferred)
• Certifications such as ITIL, CompTIA+ (preferred)

Physical Demands

• Ability to sit for long periods, work on a computer with repetitive motions, and utilize devices typically in an office environment.
• Travel requirements: 0% or as required for company needs.